promenade - Customer Success Team Lead

• Take ownership of a book of business, ensuring that all your clients receive the value they expect from Promenade. • Maintain high retention and build trust and rapport with your book of business. • Work with our customers to identify their needs, then work with our offshore reps to make sure those needs are met • Identify opportunities to streamline processes and improve efficiency within the team • Handle support requests from your book of business via email and phone. • Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team. • Acting as an advocate for Promenade’s partners and providing them with outstanding service while resolving issues in a timely and efficient manner. • Identifying trends and inefficiencies to enhance the support process and improve the user experience. • Be a product evangelist! Helping partners use our Promenade products to change the way local businesses connect with their community. • A natural people person and relationship builder • Passionate about serving small businesses and being apart of a growing startup • Tech savvy and can quickly pick up sales/support tools such as Salesforce, Confluence, and proprietary systems • An excellent communicator, both in writing and over the phone • Friendly, optimistic, and have a caring demeanor • Adept at working well under pressure and with tight deadlines